You and your privacy

The more information you share with us, the more personalised and beneficial to you our recommendations can be. If you choose not to provide your personal information we will not be able to provide you with our services, or you may not be able to access the full range of services offered by us. We understand that you expect us to keep your personal details safe and secure so we apply strong information security and privacy controls when handling your personal information.

We collect your personal information in order to provide you with our services, to enable you to participate in campaigns that utilise our services, send you information on news and events, provide you with surveys, reports and other publications. We may also use your personal information to send you promotional information about us if we feel it would be of benefit or interest to you.

Please be aware that we use “cookies” and other browser tracking software to monitor your use of our website and try to improve our services to you. We may also collect personal information about you that is available on public records, databases or social media.

We disclose your information (excluding sensitive information) to third party providers of email distribution services so that we may communicate with you. We may also disclose your information (including your sensitive information) to secure data storage providers and third parties whose campaigns you participate in. If these providers are based overseas we take steps to ensure that they comply with the same or similar standards of privacy as those found under Australian law. Unless we receive your specific consent, we will de-identify your information for any other disclosures.

For further details on how we handle your personal information, please read our Privacy Policy located at oursay.org/privacy. For any questions please contact us at help@oursay.org

SLAs and Definitions

A project landing page is a page to be used for a whole organisation (eg Have Your Say style portal) or a single dedicated project. Each plan has a set maximum number of Project Landing pages available to publish.

Under our Standard Plan, a License User can be set as an Administration User (able to publish pages and tools and add other License Users to the account) or an Author User (able to draft tools and pages).

Community Maps are a map-based version of our Forum Tool. In consultation with our Product Team a License User can set up a Mapping area where End Users can place pins or markers with comments and feedback. The Community Map then uses Forum Reporting and Analytics to report on engagement. Typically a mapping project requires two briefing meetings with our Product team to scope the project. At the conclusion of a Community Mapping project, OurSay then provides a detailed geographic data report.

OurSay has a powerful notifications tool which allows License Users to notify End Users about key project interactions (Forum opening, Forum Closing, Forum update, Landing page Update, Idea/Question Shared, Idea/Question Commented on). These notifications are available on our Standard and Professional Plans. Custom notifications are available on our Premium Plan, starting with the ability to customise a "Sign Up Notification".

As standard, License Users can use one of four landing page templates (default, full width, right sidebar and V2). On our Professional Plan we can set colour themes to match the client’s style guide. On our Premium Plan we can offer bespoke template in consultation with our product team, including the removal of OurSay branding.

License Users have access to our standard reporting and analytics. Under our Premium package we are able to develop bespoke reporting template which includes access to additional information, for example Google Analytics data and document downloads.

Our standard database allows End Users to have a single sign on when engaging with our partners. For example, an "End user" is able to engage with their local water authority and local council using a single account login process. OurSay’s terms allow us to share End User Data with partners who have engaged End Users.
Organisations are able to set up their own Database using our Premium Plan. This ensures data is not shared with any other organisations.

We offer Standard Training each month to our License Users (oursay.org/training). For Premium Plan we offer bespoke training, including onsite training (excluding travel costs). This allows for organisations on a Premium Plan to schedule their own training sessions with their own pre-designed content, in consultation with our Customer Service team.
Standard Support means requests for help (via help@oursay.org) receive a response from our team within 60 minutes, between 9am to 12am Monday to Friday (AEST), excluding public holidays and the week between Christmas and New Year’s day. Critical issues are resolved within 16 hours. Organisations on our Premium Plan receive priority status, which means we deal with their requests for help first.